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Form of workNintendo of America Inc. The worldwide pioneer in the creation of interactive entertainment, Nintendo Co., Ltd., of Kyoto, Japan, manufactures and markets hardware and software for its Nintendo Switch system and the Nintendo 3DS family of portable systems. Since 1983, when it launched the Nintendo Entertainment System, Nintendo has sold more than 4.7 billion video games and more than 740 million hardware units globally, including Nintendo Switch and the Nintendo 3DS family of systems, as well as the Game Boy, Game Boy Advance, Nintendo DS family of systems, Super NES, Nintendo 64, Nintendo GameCube, Wii and Wii U systems. It has also created industry icons that have become well-known, household names, such as Mario, Donkey Kong, Metroid, Zelda and Pokemon. A wholly owned subsidiary, Nintendo of America Inc., based in Redmond, Wash., serves as headquarters for Nintendo's operations in the Americas. For more information about Nintendo, please visit the company's website at http://www.nintendo.com. ** This is a CONTRACT position DESCRIPTION OF DUTIES:
- Authors knowledge content and messaging, based on highly technical or complex topics, for the internal user and the consumer that is technically accurate, relevant, and ensures consumer satisfaction while maintaining the Nintendo brand.
- Reviews and provides feedback on knowledge Support Content written by qualified internal users and approves content for publication.
- Maintains a comprehensive collection or domain of knowledge that aligns with area of technical expertise.
- Contributes to the recommendations for policies, procedures and messages related to consumer handling.
- Reviews agent submissions for new issues and knowledge gaps and escalates situations for authoring and publication.
- Exercises HTML coding to meet established style guidelines and entering pre-authored content into the knowledge base, publishing content when directed.
- Performs ongoing review of knowledge content feedback received from agents and consumers and updates or escalates content as necessary.
- Performs ongoing review of published Support Content for accuracy and relevancy and ensures consistent use of established style guides.
- Collaborates with NOA Knowledge Team on alignment with knowledge base Support Content.
- Collaborates across NOA and regional departments in supporting new releases and updates to Nintendo products, features, services, and tools.
- Provides analysis and feedback on the evolution of our products, features, services, and agent tools that drives improvements to their implementation and usability.
- Provides consultation and support to NOA CS and other NOA departments for product launch and update activities.
- Schedule fluctuations and holiday work required.
- Minimum of four years of related experience
- Strong understanding of NOA products and features
- Strong communication skills, with the ability to present clear and understandable ideas and concepts
- Strong technical writing skills
- In-depth knowledge of English, grammar, spelling and punctuation
- Sequence processing skills
- Oracle RightNow experience preferred
- HTML skills required, Photoshop, Illustrator experience preferred
- NOA call center experience preferred with knowledge of policies and processes
** This is a CONTRACT position
This contract position has a base pay range of $25 - $35 per hour and is eligible for benefits through the employing agency. Agency benefits may include medical, dental and vision, 401(k), basic/supplemental life and AD&D insurance, short- and long-term disability insurance, health and dependent care spending accounts, transportation benefits, employee assistance program, paid sick leave, and up to 6 paid holidays per year. All benefits are subject to elections, eligibility requirements, plan and program terms. Benefits offerings will be confirmed at the time of offer by the employing agency, and may differ depending on the employing agency partner.
#LI-Hybrid
